Email and Fetching - Page 3

Can agents reply to ticket notification emails from their email client to update the ticket and notify the customer, without logging into osTicket?

No. Agents must log into the osTicket web interface to reply to tickets. There is no native configuration or plugin to enable agent-side email replies that update tickets and are…

Email fetching is only working when 'Fetch on Auto-cron' is enabled, and when active it sends all fetched emails to the Admin Email address as new alerts.

You must set up a proper cron job or scheduled task -- enabling fetching alone does not start polling. See: https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html. Disable the Auto-cron option once a real cron is…

User lookup autocomplete only shows one result when searching a partial name (e.g. searching 'John' only returns 'John A' even though John B and John C exist).

When importing users by replacing the ost_user table directly in the database instead of using the built-in CSV import (Agent Panel > Users > User Directory > Import), the ost_cdata…

Emails are not being fetched for one specific mailbox. Other mailboxes work fine and email fetching is enabled globally.

Go to Admin Panel > Emails, open the failing email account, go to its Remote Mailbox tab, verify the settings, and click Save Changes with the Remote Mailbox Status set…

How does the ost__search table work? A ticket was created but no data appeared in ost_search.

The ost_search table is an index for faster full-text searching. Data is written to it asynchronously via the signal system -- when a model.updated signal fires, the search backend captures…

Want to send all outgoing mail through a single SMTP relay (e.g. SMTP2GO) while using different IMAP intake addresses (e.g. s1@relay.com for intake but support@domain.com as sender).

osTicket requires each email address to be added as a system email in order to send from it. The recommended approach is to add the public sender addresses (support@domain.com, etc.)…

Forwarded emails into the ticketing system do not show the original sender's email address -- only the name appears (e.g. 'From: John' instead of 'From: John ').

This is by design. osTicket uses a strict HTML sanitizer that strips content between < > characters that are not valid HTML tags, which removes email addresses in forwarded message…

Phone number field is required when creating a new user but all communication is done via email. How do I make it optional?

The phone number field's required state is controlled in Admin Panel > Manage > Forms > Contact Information (or User Information). Click the phone number field to edit it and…

CC'd users replying to a ticket notification are creating new tickets instead of adding to the existing thread.

The issue was that the tickets in question had a 'Closed' status that was configured to not allow reopening on reply. Adjusting the ticket status settings so that only 'Resolved'…

New agent was registered but cannot log in -- password was not set and the activation email link leads to a loop asking for username/email with no way to set a password.

When creating an agent, uncheck the 'Send Email' checkbox on the Set Password dialog -- this reveals password input fields so you can set a password directly. Alternatively, after the…